Check Availability
Check Availability checks a selected person, one team, or the owner stored on the enrolled record. It returns the result immediately so your next workflow step can decide what to do.
Use it before a handoff or notification, or to decide whether a record should continue with its current owner. To pause until someone meets your availability conditions, use Wait Until Available.
Before you start
Section titled “Before you start”Install Smart Lead & Ticket Routing using the Setup Guide, then open the workflow where you want to check availability. The people being checked need current availability, out-of-office, and working-hours information in HubSpot.
If you are checking an owner property, make sure the enrolled record has an owner. An empty or unresolvable owner value cannot produce a successful person check.
Set up the action
Section titled “Set up the action”- Add Check Availability from Smart Lead & Ticket Routing to your workflow.
- In Who should be checked?, choose one of the modes below.
- Fill in the field shown for that mode and save the action.
- Add a branch after the action using its Availability reason or Is available? output. Handle a failed check separately from a person or team being unavailable.
| Who should be checked? | Field to configure | What is checked |
|---|---|---|
| Selected person | Person | The one HubSpot user you select. |
| Selected team | Team | Members of the selected team. The team is available if at least one evaluated member is available. |
| Owner property from enrolled record | Owner property | The person identified by a property such as Contact owner or Ticket owner when this action runs. Select the enrolled record’s owner property as the input. |
The action checks once. It does not pause the workflow, rotate through owners, or change the record’s owner.
What available means
Section titled “What available means”Is available? is true when the person’s HubSpot availability status is available, and false when it is away.
Is out of office? and Is in working hours? are separate outputs. They do not change the overall availability result. For example, a person whose HubSpot status is Available can return Is available? = true and Is in working hours? = false at the same time.
To require all three signals for a person, configure your next workflow branch to require Is available? = true, Is out of office? = false, and Is in working hours? = true. Check Availability reason first so missing data is handled as a failed check.
For a team, member counts describe the team as a whole. An available member and a member in working hours may be different people. Use Wait Until Available with Match all conditions when you need one person to meet every selected condition before continuing.
Action outputs
Section titled “Action outputs”In a later workflow branch or action, select the outputs from this Check Availability step. A HubSpot user ID and owner ID are different identifiers; owner-property values use the owner ID.
Overall result
Section titled “Overall result”| Output | Meaning |
|---|---|
Is available? (is_available) | Whether the person, or at least one evaluated team member, has an Available status. Also returns false for a failed data check, so inspect the reason. |
Availability reason (reason) | One of the results in the table below. |
Subject type (subject_type) | PERSON, TEAM, or OWNER_PROPERTY on a successful check. |
Check error (error_message) | An explanation when the availability data check fails. |
| Availability reason | Meaning |
|---|---|
PERSON_AVAILABLE | The selected person or record owner is available. |
PERSON_UNAVAILABLE | The selected person or record owner is away. |
TEAM_MEMBER_AVAILABLE | At least one evaluated team member is available. |
NO_TEAM_MEMBER_AVAILABLE | All evaluated members are unavailable, or the team has no members to check. |
CHECK_FAILED | Availability could not be determined. Check the Check error output. |
Person and owner-property details
Section titled “Person and owner-property details”These outputs describe the individual checked. They are not returned as individual-person details for team checks.
| Output | Meaning |
|---|---|
HubSpot availability status (availability_status) | available or away. |
Is out of office? (is_out_of_office) | HubSpot’s out-of-office flag. |
Is in working hours? (is_in_working_hours) | HubSpot’s working-hours flag. |
Checked user ID (checked_user_id) | The person’s HubSpot user ID. |
Checked owner ID (checked_owner_id) | The person’s HubSpot owner ID. |
Checked user name (checked_user_name) | The person’s name, with email used if no name is available. |
Team details
Section titled “Team details”| Output | Meaning |
|---|---|
Checked team ID (checked_team_id) | The selected team. |
Team member count (member_count) | Number of members found for the check. |
Evaluated member count (evaluated_member_count) | Number of members whose availability data was successfully evaluated. |
Available member count (available_member_count) | Number of evaluated members with an Available status. |
Available user IDs (available_user_ids) | Available members’ user IDs, separated by semicolons. |
Available owner IDs (available_owner_ids) | Available members’ owner IDs, separated by semicolons. This is a list, not a single owner to assign. |
Out-of-office member count (out_of_office_member_count) | Number of evaluated members marked out of office. |
Members in working hours (in_working_hours_member_count) | Number of evaluated members currently in working hours. |
Successful person and owner-property checks also return these counts and ID lists for that one person, with Team member count = 1. They do not return a Checked team ID.
Example: check a ticket’s current owner
Section titled “Example: check a ticket’s current owner”- In a ticket workflow, add Check Availability before the owner handoff step.
- Choose Owner property from enrolled record and select Ticket owner.
- Branch on Availability reason. For
PERSON_AVAILABLE, continue with the owner handoff. ForPERSON_UNAVAILABLE, follow your team’s fallback route or add a Wait Until Available step. - For
CHECK_FAILED, send the ticket down a review path and inspect Check error. Keep an unmatched branch for unexpected or missing outputs.
If the handoff also requires the owner to be in working hours and not out of office, add those conditions to the available branch.
Troubleshooting
Section titled “Troubleshooting”The result is available even though the person is out of office or outside working hours. The overall result uses the HubSpot Available/Away status. Use the separate outputs to apply your additional rules.
The check failed. Inspect Check error and the action’s workflow history. Confirm that the selected person exists, that the owner property contains an owner linked to a HubSpot user, and that HubSpot is returning all three availability signals. Missing or malformed signals cause a failed check. If the history shows an authorization or permission error, review the app connection and its granted access.
The evaluated member count is smaller than the team member count. Some members could not be checked. A team can still return TEAM_MEMBER_AVAILABLE if another member is confirmed available; its counts only cover successfully evaluated members. If no member is confirmed available and any member check fails, the result is CHECK_FAILED, not NO_TEAM_MEMBER_AVAILABLE.
Related guides
Section titled “Related guides”- Wait Until Available - pause until availability conditions match or a deadline is reached.
- Round Robin Action - choose an eligible owner from a rotation.
- All routing action guides - choose the action for your workflow.